In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimise effort and deliver service seamlessly. How can they achieve this? Gartner’s Dynamic Customer Engagement (DCE) framework provides an answer. It aims to empower customer service to deliver the “next best action,” saving customers time while reducing unnecessary interactions…
As they cater for a very wide demographic, housing association customer service must meet diverse needs, including supporting some of the most vulnerable groups in society. They also have to deliver on new Tenant Satisfaction Measures set by the regulator. This requires housing associations to become more open and engage with their tenants and their needs. Meeting diverse needs across…
Understanding customer needs is central to delivering the service and experience they demand. But new research from Enghouse demonstrates a worrying disconnect between what customers actually want and what companies think they want. This customer experience gap could lead organisations to invest in the wrong areas, in turn, letting customers down and driving them into the arms of competitors. The…
Messaging apps are now part of everyone’s daily lives. 91% of UK mobile phone users rely on the likes of WhatsApp and Facebook Messenger to communicate with friends and family. For many of us the combination of speed, usability and the spread of smartphones make them the default way of staying in touch and chatting with family, friends, and business…
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